Returns Policy
Introduction
At Lumière, we want you to love every piece you purchase from us. If something isn’t quite right, don’t worry—we’re here to help! This policy outlines everything you need to know about returning, refunding, or canceling your order. We’re committed to making your shopping experience as smooth as possible, while fully complying with the EU Consumer Rights Directive to ensure your rights are protected.
Returns Policy
Eligibility for Returns
• Products must be unused, unworn, and returned in their original packaging with all accompanying documentation (e.g., certificates).
• The security label attached to the product must remain intact.
• You must notify us within 14 days of receiving your order to initiate a return.
Exclusions
The following items are not eligible for returns unless they are defective:
• Custom-made products, such as those with engravings or made-to-order designs.
How to Return an Item
If you wish to return an eligible product, please follow these steps:
1. Notify Us:
Contact us at [email protected] within 14 days of receiving your order. Please include:
• Your order number.
• The item(s) you wish to return.
• The reason for the return.
2. Return Shipping Instructions:
Once your return is approved, we will provide you with the return shipping address and further instructions.
3. Ship the Item Back:
• Ensure the product is securely packaged to prevent damage during transit.
• Include the original receipt or proof of purchase.
• Ship the item to us within 14 days of notifying us of the return.
Return Shipping Costs
The customer is responsible for the cost of return shipping, except in cases where the item is defective or incorrect.
Condition of Returned Items
Returned items must be:
• Unused, unworn, and free from damage.
• Returned with original tags, packaging, and any accompanying certificates or documentation.
We reserve the right to refuse a refund if the returned item does not meet these conditions
Refunds Policy
Once we receive your returned item, it will be inspected to ensure it meets our return criteria.
Processing Refunds
• Refunds will be issued within 14 days of receiving the returned product.
• Refunds will be made to the original payment method used at the time of purchase.
• Shipping fees (if any) are non-refundable unless the return is due to a defective product.
Defective or Incorrect Items
If your item is defective or incorrect, please notify us immediately at [email protected]. You will be eligible for:
• A replacement product (subject to availability), or
• A full refund, including the cost of return shipping.
Cancellation Policy
You have the right to cancel your order under the EU Consumer Rights Directive.
Cancellation Conditions
• Orders can be canceled at any time before they are shipped.
• If the order has already been shipped, you will need to follow the Returns Policy to return the product.
To cancel an order, contact us as soon as possible at [email protected], including your order number and cancellation request.
Custom-Made Products
Orders for custom-made products cannot be canceled once production has begun, except in cases of defect or error on our part.
Non-Returnable Items
Certain products are excluded from the right of return, including:
• Items with personalized engravings.
• Made-to-order designs tailored to customer specifications.
• Products not labeled as “Shipped in 24h” on their product page.
These exclusions do not affect your rights if the item is defective or does not match its description.
Lost or Damaged Returns
Lumière is not responsible for items lost or damaged during return shipping. We recommend using a trackable shipping service and purchasing shipping insurance.
Warranty and Guarantee
In addition to your rights under this policy, all Lumière products are covered by our 2-year guarantee, which protects you against manufacturing defects. For more details, please refer to our Warranty Policy.
Contact Information
If you have any questions or need assistance with returns, refunds, or cancellations, please contact us:
• Email: [email protected]
• Mail: Nova Group Sp. z o.o., Żurawia 6/12 lok. 745, 00-503 Warszawa, Poland